Operations Control and MI Analyst
Citi Bank (Rowyah Marketing)
Total years of experience :18 years, 4 Months
Prepare daily, monthly and quarterly MI's for the sales department and submit the overall reports to VP and HR team for further processing.
Daily lead allocation to all the sales executives and tracking the update on the same.
Validate the sales bonus reports to ensure that all incentives are calculated without any errors.
Prepare training material on all new regulations introduced and cherished circulate to the operations and front end staff.
Perform monthly reconciliation on all the leads allocated and ensure that accurate reporting is done.
Ensure payments are made to all the vendors for all the leads supplied.
• Migrated the process from London head-office to Global Resourcing Centre - Vizag as a subject matter expert and ensured that the process achieved BAU status as per the schedule.
• I am responsible for timely completion of UAT (Functional & Regression Testing) in Global Compliance Project released by Schemes - Visa and MasterCard.
• Worked with multiple stakeholders like SwD (Software Development Team), regional business leads and other project heads in reviewing Traceability Matrix to ensure that all articles required are tested within UAT phase.
• Excellent working knowledge on simulator systems like VTS for Visa and MAS, MCPS & MDFS for MasterCard for compliance project.
• Responsible for creation of test plan document and conduct walkthrough to all the concerned parties and obtain sign-off upon successful implementation of project.
• Organized defect calls with all the key stakeholders to discuss on the defects identified during UAT Testing work with them towards the fix.
• Business Process/Functions/Procedures were created, reviewed and sign off taken from relevant stakeholders.
• Supported on all business activities associated with key activities (e.g. UAT, Data Mapping, Dress Rehearsals, Business Operation Readiness, Pre-Go-live check, post implementation support).
• Currently working on VCR - Visa Claims Resolution project implementation across MENA and APAC region.
• Expert knowledge in VisionPlus system likes FAS, CMS, LTS, LMS, ITS modules etc.
• Liaise with Product Managers and other software development team to provide inputs on the functionality of the new cards/campaign that is scheduled to roll out as per the group’s annual operating plan.
• Write SAS codes in SAS enterprise guide tool and apply reward points to eligible customers as per the campaign criteria.
• Generate exception reports using SAS application as per the exception criteria provided by product managers and submit the same for reporting purposes.
• Experienced in managing the team of over 50+ members, assigned work, followed up on customer escalations and rated members in annual appraisals.
• Facilitated 7 new migrations within the section with assistance from certified training team and ensure that the training completes as per the training plan.
• Conduct calibration sessions with On-Shore partners to discuss the customer complaints trend analysis and identify stoppers which would help in mitigating the further complaint.
• Maintain accurate Error Trend Analysis reports for each process which helped in improving the Performance Management Index for complete Department.
• Prepared various dashboards on future volumes trend and present the same to section VP to ensure that adequate staffing is available during peak volume season.
• Effectively managed underperformers using the performance improvement plan and ensured that the staff are aware of their targets and provide assistance where required to improve performance levels and meet objectives.
• Conduct Quarterly and Half yearly Process accreditation test across all the section and ensure that the team meets the required Pass Percentage. Counsel and coach the operators who fail to clear the accredited test.
• Perform the TNA (Training Need Analysis) survey for next calendar year within the department and identify the key areas which require training within the section and rollout the same.
Comprising an experience of 6 Years which involves the area of Banking.
Specialities:
• Subject Matter Expert in Chargeback - Fraud and Regulatory and Dispute Resolution and Card Fraud across various client segments.
• As an Executive Quality staff my roles involved in delivering training to new entrants and refresher sessions. Also, conducted error trend analysis and coached the team to attain the required quality metrics.
• Maintain Quality standards for staff, ensured chargeback process is compliant with set standards, escalated issues as needed, and maintained communication with customers and management teams.
• Prepare error trend analysis to analyse the grey area of the process and draft a recovery plan.
• Worked in Fraud Monitoring and Chargeback team to provide resolution as per the Visa & MasterCard chargebacks guidelines.
• Proficient in reconciliation process between customer and banks suspense accounts.
• Accredited process Trainer & Quality Checker for Disputes and Fraud Chargebacks process.
62% in graduation with 6years of work experience. Well educated & highly committed to work to deliver high standard experience to customers.